Frequently Asked Questions

Get Answers to Common Questions About Our Answering Services Have a question? Call us or email us, we'll be more than glad to help.
 

Answers to Common Questions

1What answering service pricing does Unicom offer?
You only pay for live agent talk-time. We believe that customers should not be nickeled and dimed. Typically, call centers will add ancillary costs associated with your account - From variable message delivery charges to account directory updates and even some that charge per call. Unicom only charges for the time our agents are speaking live with your callers. With Unicom all protocols/procedures, updates, and delivery is provided at no extra cost.
2Is a contract required?
No.

We do not bind clients to us with contracts.

You are free to leave Unicom at any time with no penalties, fees, or encumbrances enacted.

Since 1990, our growth and stability have been built on long term relationships with valued clients. We do not have a sales staff hurriedly soliciting new clients as frustrated clients terminate service. Our clients stay with us not because they are obligated to but because of our degree of knowledge, skill, and service is consistent and dependable.
3I need a custom solution, can you help?
Absolutely.
Innovative solutions – logically applied.

With Unicom’S 100% customizable solutions there are no constraints. Tell us about your needs and requirements. Our systems are robust and flexible and our operations staff knowledgeable. We structure your account to support your unique business processes. Procedures and protocols will be delineated with clarity to ensure smooth implementation and promote efficient use of Agent assisted time.
4How quickly can we begin using Unicom’s services?
It really depends on what you want us to do for you.

3 primary factors affect activation time: the type of support you choose; the amount of your information to be programmed; Agent training; testing account technical functions.

Professional Starter 1 business day after we receive your completed Account Information Form.

Custom Solutions Small to Mid-sized: Generally 3 business days or less Your protocols, procedures, account information, instructions, contact lists are already compiled.

Mid-sized to Large Activation time varies – should you have a short but definite timeline – we will meet it.
5Does Unicom use remote agents?
Unicom does not use remote agents.

Why is this important?

4 reasons
  • They are physically detached from the organization (impaired real-time management oversight)
  • Minimal contact with co-workers (company values, culture and team unity unsustainable)
  • Possibility of unauthorized people in the room viewing your sensitive information or listening (security concern)
  • Background noise tv, dogs barking, children crying, cell phones ringing, etc. (interruptions/distractions)
6Can you use my applications and/or software?
Yes, we can. If you are currently using an application and/or software as part of your processes, we can seamlessly integrate with it.

Few others do this, even fewer do it properly.

Whether your existing software is proprietary, SaaS or a third party application for;

  • Scheduling
  • Appointment desk
  • Order taking
  • Customer service and support
  • CRM
  • and More.

Unicom Agents are trained to work directly in your platform eliminating copying data or intake tickets from one system into another. From simple messaging to knowledge-based tasks such as help desk and calendar management, we support your business processes.
7Does Unicom offer 24x7 live services?
YES.

All of our service plans provide 24 x 7 x 365 Live Agent answering and assistance, inbound and outbound.

We are here when you need us and standing by when you don’t.

During office hours, after office hours, overflow calls during unexpected spikes inactivity.

When you are understaffed. During lunchtime, meetings, nights, weekends, holidays, sudden unforeseen events, business interruptions, power or phone outages, severe weather, no matter the issue – at no additional charge.

Unicom has you covered – on-demand communication continuity – at NO additional cost.
8For future account support, what can I expect?
24 x 7 x 365 response and support.

No matter the question, issue, or concern we want to hear from you.

Supervisors are ALWAYS available to assist you.
9What is Unicom's service area?
We operate across all time zones. Unicom has clients throughout the United States, including Alaska and Hawaii, Mexico, Canada. Due to their global presence, Unicom Agents handle both inbound, and outbound calls dealt with on their behalf.
10Do you outsource your calls to overseas call centers?
No.

All calls are handled by our Agents on-site in our Chicago location 24 X 7.
11How do I send Unicom on/call schedules and account updates?
Simply email or e-fax.
Email: oncall@unicomcorp.com E-fax: 708.954.8326

Your on/call information will be entered into your account and will activate automatically at the designated time.

On/call schedules are printed and placed in your account file and retained for 30 days.

Account updates are printed and permanently remain in your account file.
12Can I forward my office line & cell phone to my account?
Yes.

And, do you have multiple locations? Those numbers can also be forwarded. No additional charge.
13What delivery options are available?
We will combine & customize delivery options to fit your business model.

Do you need specific types of messages sent to specific people or locations?
Do specific people have their own delivery preferences?
Does the method change depending on the time of day or day of the week?

  • Voicemail – immediate notification from our communication system that a voicemail message is in your account.
  • Fax – to single location or multiple locations either immediate; sent at a specific time or sent in batches
  • Email – to one person, department, location or to multiple ones upon disconnect with the caller; held for a specific time; sent in batches.
  • Live Agent delivery
  • SMS – to single people or multiple people
14Is there a limit to how many people/offices can receive messages?
No. Delivery method can be customized by each location and recipient.
15Can I record my own greeting for callers to hear when they call?
Yes. Available options:

You are welcome to record and change your greeting at any time and as frequently as you wish – no additional cost.

We will record and change your greeting at your request – no additional cost.

You can also choose a true professional voice – we can handle all the details for you with Unicom’s Voice Over Talent Agency.
16How often can I make changes to my script?
As often as you need to.
17Should I let you know if I forward my phone for some reason outside our usual hours?
It’s not required but if it’s outside the usual time period you typically forward to us – yes please do.

When representing you – we can be more responsive, informative, and supportive of your callers AND to you.
 

Get Started Today

Unicom gives you a great customer service team for your business to shine.

Get Started Today

Unicom gives you a great customer service team for your business to shine.
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